The Linkage Effect

Every quarter, in companies everywhere, two leaders walk into the same executive meeting with two different decks. One reports what customers are saying. The other reports what employees are saying. Leadership asks good questions, approves both programs, and moves on. Nobody notices that both decks are describing the same problem from opposite sides of the counter.

That unmanaged connection has a name: the Linkage Effect. What your employees experience shapes how they behave. How they behave is what your customers experience. And what your customers experience shows up in revenue, retention, and cost. Most organizations fund the two ends of that chain separately and leave everything in between to chance.

The Linkage Effect is the book for leaders who are done with that. It introduces the Enterprise Linkage Impact (ELI) System, a practical operating model built on five questions every leadership team should be able to answer:

Diagnose:

Can our culture carry the change?

Target:

Where do employee and customer experience meet?

Operate:

How do we redesign the system around that moment?

Prove:

What changed, operationally, experientially, and financially?

Sustain:

How does this become the way we run the business?

Drawing on decades inside Fortune 500 experience functions and consulting work across industries, the authors show you how to find the moments where your people and your customers succeed or fail together. You’ll see how to build the operating rhythm around those moments and how to prove the results in the language your CFO already uses.